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Reaching The Goal: How Managers Improve a Services Business Using Goldratt's Theory of Constraints Hardcover – Nov 2 2007


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Product Details

  • Hardcover: 400 pages
  • Publisher: IBM Press; 1 edition (Nov. 2 2007)
  • Language: English
  • ISBN-10: 0132333120
  • ISBN-13: 978-0132333122
  • Product Dimensions: 2.9 x 15.9 x 23.2 cm
  • Shipping Weight: 726 g
  • Average Customer Review: 1.0 out of 5 stars  See all reviews (1 customer review)
  • Amazon Bestsellers Rank: #807,174 in Books (See Top 100 in Books)
  • See Complete Table of Contents


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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Most helpful customer reviews

Format: Hardcover
I've read most of Goldratt's books and was eagerly anticipating this book to show up at my door after I ordered it. Bored through the first 40 pages, I pushed and prodded myself kicking and screaming through the next boring 100 pages hoping for something of value. When I didn't find any value to that point, I skimmed over the rest of the book and found more of the same useless, mindless regurjitation of drivle. There's nothing of value in this book.
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Most Helpful Customer Reviews on Amazon.com (beta)

Amazon.com: 16 reviews
13 of 15 people found the following review helpful
Masterful Treatment of a Complex Topic Nov. 19 2007
By Jeff Gibbs - Published on Amazon.com
Format: Hardcover Verified Purchase
Thanks very much to John Ricketts for thoroughly accomplishing a very difficult task - mapping Goldratt's Theory of Constraints to a wide variety of services businesses. Goldratt's work has had its widest appication to the manufacturing world, but those of us in the services business have been speculating for years on how to apply the same concepts to the services business. Ricketts has done an admirable job in surveying the various services business models and showing how TOC can be applied to these businesses as well. As a trained TOC consultant, this now gives me a new set of openings for how to assist my services clients in attacking their critical constraints to improve their business results.

One relatively minor request - perhaps for a subsequent edition Ricketts will be able to include more real-life examples of how TOC has actually benefited various service organizations. While the little vignettes Ricketts includes in this work are helpful in exploring the potential application of TOC concepts to real world business problems, the work would have been even more compelling with some actual examples of their application. I guess we have all become so used to Goldratt's excellent use of the novel form in explaining the applications of TOC that we now expect this as a matter of course!

But overall, this is an excellent work which does a masterful job articulating the various applications of TOC to services - and I sincerely appreciate Ricketts' efforts to clarify this very important topic!
9 of 11 people found the following review helpful
A keeper - Nov. 30 2007
By Clarke - Published on Amazon.com
Format: Hardcover Verified Purchase
TOC has an outstanding record in manufacturing and here Rickett's has cleverly adopted the TOC applications and thinking to suit service industries. I know TOC well, I work in the services industry, and I've learned a lot from reading it. It is not (imho) an easy book for TOC newbies. I'd have liked a few more concrete examples - my mind works that way, and I hope John will add those in the 2nd edition. It's a good book - I hope that in a year or so once the ideas have sunk in and I've tried them - that I'll be describing it as a classic.
5 of 6 people found the following review helpful
Needed perspective and thinking tools March 6 2009
By Jason Cole - Published on Amazon.com
Format: Hardcover Verified Purchase
I run a smallish services department within a larger company. As a relatively new services manager, I've been struggling to figure out how to improve service while managing the inherent uncertainty of a customer facing services department. This book has become a critical tool in my arsenal for thinking about how to organize the department and decide what data I need to improve services. The improvements I've started to implement are beginning to ripple through the company saving time, money and stress.

Every manager in our organization is getting a copy of this book. It will provide a common vocabulary and conceptual framework for discussing process and performance improvement efforts.
4 of 5 people found the following review helpful
Foundations for a Science of Service Aug. 23 2008
By James C. Spohrer - Published on Amazon.com
Format: Hardcover
Rickett's "Reaching the Goal" provides foundational insights for practitioners and researchers seeking a science of service (sometimes called the emergence of Service Science Management Engineering and Design). The author takes on the challenge of complex service businesses, including B2B (Business to Business) and PSTS (Professional Scientific and Technical Services). PSTS are the most highly customized of all services, which means that demand for these services is not easily predicted, and service delivery is not easily automated. The discussion of internal, external, and interface constraints is clear and concise. Theory of Constraints (TOC) gets its name from the fact that all enterprises are constrained by something. If they weren't, they could grow as large and as fast as they wanted. A common theme is therefore that local improvement rarely leads to global improvement, unless focused on the proper constraints at the proper time. The book guides the reader through a series of contrasting approaches: Critical Chain versus Critical Path, Throughput Accounting versus Cost Accounting, as well as others. I highly recommend this book to all faculty who are establishing service science courses or degree programs, as well as service researchers and practitioners in industry and government.
4 of 5 people found the following review helpful
A fine pick for both college-level business libraries and libraries catering to managers. Jan. 4 2008
By Midwest Book Review - Published on Amazon.com
Format: Hardcover
REACHING THE GOAL: HOW MANAGERS IMPROVE A SERVICES BUSINESS USING GOLDRATT'S THEORY OF CONSTRAINTS explains not only the basics of TOC, but how it improves business performance, using experiences from IBM research to document using TOC in services businesses. From its basic principles to applications in different areas of business, TOC is thoroughly covered including guidelines on how to implement in an existing organizational structure, making this a fine pick for both college-level business libraries and libraries catering to managers.

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